The practice wishes to establish a group of patients who are willing to dedicate some of their time to improve the practice and its available health services.

If you are interested in joining the Patient Participation Group, Please call us and speak to Practice Manager: Raj Baranawal

Patient Participation Group Information

The Department of Health believe that patient involvment in G.P. Surgerys will bring about improvements to the surgery. The Patient Participation Group at the Torridon Road Medical Practice was formed in October 2011, and the minutes of the meetings to the current date can be found on the 'Meeting Minutes' section

You can become part of this group by forwarding any suggestions & comments you have. All registered patients can participate. We would like to hear from you with comments on the meeting minutes & questionnaire, and any suggestions you may have.

EMail us by going to 'Contact Details' and 'Send us your comments or suggestions'

Raj apologised for running late and welcomed the members of the PPG. Raj offered a member of the PPG the opportunity to chair, which one PPG member offered to do.

The PPG requested for an update on how long the Practice Manager had been in post as the PPG members had not attended the meetings for a while and it was a different Practice Manager the last time they attended.

Raj went through the agenda and explained the process of the PPG Meetings for the new Members and to refresh the other members.

Prescriptions

Raj stated that it was not possible to change the prescription service from 48 hours/ two working days, but some consideration would be given to emergency/ very urgent cases.

Friends and Family Test

All of the members of the PPG stated that they attended the Practice regularly and had never seen the Friends or Family Test and never been given one. Raj explained that the forms were on the right side of the main door and the collection box is under the booking in machine. Raj stated that Reception also gave out the forms. Raj explained the process of the Friends and Family Test and showed the PPG Members the results.

The PPG members stated that there were not a variety of ages represented; it would be easier if it could also be accessed online; there was a small response level; unclear the purpose of completing; if in a state of unhappiness or anger would not want to complete form; issues with distribution.

One PPG member also suggested that the form is reviewed, however Raj informed the group that the form is given to us by NHS England and is a very important document. Raj informed the group that an average 450 forms were completed a year.

The Group suggested that a notice informing patients to complete the form may help with the number of responses, including a notice on the electronic board or using different colour paper.

Complaints

The members queried why only written complaints were included in the complaint statistics. Patients suggested that the oral complaints should also be included in the statistics. The group discussed problems with just written complaints being recorded such as some patients may not be capable of writing, language barriers and to nip issues in the bud to reduce issues developing. Raj stated that it would be difficult to measure. The Group suggested that a simple table or form could be used. Raj also explained the complaint process for members who were unsure. The Group stated that they were unsure how to contact the Practice Manager.

Telephones

The group discussed the issues with the telephone and the problems getting through. Raj informed the group that the Practice had increased the number of lines from 6 to 10 and the number of Staff 3 to 4.

All of the PPG Members stated that they no longer use the telephone system and queue up to get an appointment. One of the members of the group gave an example that an elderly patient got up early to attend the Practice to get an appointment and waiting outside was a struggle. The Group said that they find the appointment system frustrating and that the telephone and appointment systems had always been a problem.

The Group suggested that the old process was better – patients calling AM and PM for appointments and were unsure why this changed. Raj said that he will discuss this with the Practice Partners.

The Group enquired about details about the levels of calls and suggested that this information is obtained from the telephone company, how many calls there are, how many calls are engaged, how many calls hang up without being answered and duration of calls.

The Group discussed ways of informing patients about changes and suggested using the notice boards, website, T.V screen in waiting room and Reception area or using different colour paper.

Staff

The group discussed Staff informing patients who they are speaking to on the phone and wearing badges when at Reception as this would assist when making complaints etc.

The group also suggested using a compliment form to help give Staff a boost, increase morale and motivation; or Staff member of the month with a gift such as chocolate for individual recognition. Name badges would also be helpful in order to give positive feedback.

It was also suggested by the group for Staff to have communication and customer services/care training to improve patient care and add the personal touch.

The group raised concerns that there are 11,000 but only three attended the PPG meeting; also discussed the display of information of the PPG could be improved.

Display of general information was discussed including using a more positive tone such as X amount of appointments were given and X were missed instead of X amount of patients did not attend their appointments.

Arrival to PPG process discussed. Upon leaving Raj showed everyone from PPG the compliments and complaint box and the friends and family tests box/forms.

Agreed date for next meeting:

Date of next PPG meeting: Monday 22nd February 2016 at 4:30pm – 6pm

Action Points

Staff Suggestion Box

Staff member of the month

Raj to look into distribution of Family and Friends Test

Raj to discuss with Senior Partners Am/Pm Appointment system

Practice to monitor oral complaints

Raj to evaluate display of information for PPG

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Patient Participation Group Meeting Minutes 29.6.2015

Attendees:

Mr Raj Baranawal – Practice Manager with 3 patients.

Welcome:

The Practice Manager welcomed and thanked the patients for attending the patient group meeting.

Prescription

Two PPG members complained about the prescription service. One patient mentioned that she had this problem on two occasions.

Friends and Family Test

The group suggested that the Surgery show the Friends and Family Report at the next PPG meeting.

Complaints

PM to produce last year’s complaints excel sheet for patients.

The group also discussed problems with calls after 8am going through to the answer phone.

Notice

The group suggested the Surgery put up a notice to inform patients of days that specific Doctors are available and PPG Group Information, to be displayed near check in and in corridors.

Telephones

PM to find out if Telephone Company can display Surgery telephone number when calling patients.

Chaired by one PPG member

Prescription

One PPG member asked if her prescription or prescriptions for anyone who is old can get medicine on same day or within 4 hours.

Counselling Service

Group asked if it was possible for Surgery to provide a Counselling Service as this was provided 7 years ago.

Agree date for next meeting

The group and PM agreed next meeting date will be in 2 – 3 months, if possible on a Saturday.

Action Points

PM to speak to staff and provide additional training to improve prescription service and to make sure all the prescriptions are correct.

The Practice Manager (PM) welcomed & thanked the patients for attending the patient group meeting.

Previous minutes:

The previous meeting minutes we accepted.

PPG members:

PM told the group, that more PPG members would be invited and a poster would go up in the reception area, to notify patients to join the group. PPG members which were failing to attend meetings would be sent a letter notifying them whether they would still like to be a PPG member.

Appointments:

The group explained to the PM, that getting a appointment at the surgery was the biggest problem. Whether it was coming to the surgery to book an appointment or calling directly. The group commented if the telephone systems had a queuing facility, the PM explained he would be investigating the matter further and would get back to the group.

Another suggestion by the group was to have more doctor appointments online, so there could be more availability of getting an appointment. PM has explained to the group that we are going to have a extra GP to get more appointments.

Walk-in services:

The group asked for a procedure to be put into place for a walk-in service and for a duty doctor to see patients when a appointment is not available.

Surgery website:

The group suggested that the doctors rota should be displayed on the surgery's website, and should also be displayed within the reception area.

Agreed date for next meeting:

The group and PM agreed the next meeting will be in 2 - 3 months, if possible on a Saturday.

Patient Participation Group Meeting Minutes 04.09.14

The Practice Manager welcomed and thanked the patients for attending the patient group meeting.

Quick Intro

As there was a new face at the meeting GD suggested we do around the table intro to get to know everyone’s name. PM agreed and group introduced themselves.

Agree Previous Minutes

PM asked the group if they had any amendments or additions to add to the minutes for Junes meeting.

PB brought up the ‘Doctors Working When’ poster and asked if there had been any developments with it. The PM showed PB and the rest of the group a first draft of one he had made and asked for suggestions and feedback. The group decided it need to be bigger and more eye catching. The PM will edit and bring to the next meeting.

GD stated that she couldn’t see any posters advertising the meeting; PM said this was brought up at the last meeting and again he showed the group a poster he had made. The group said it needed to have more colour in and be bigger. PB suggested we have the date of the next meeting and the requirements of being a member. I.e. one hour meeting every 2months, proactive with practice feedback etc.

PM brought up review appointments having to be 10 minute face to face for contractual reasons and that the practice has increased the number of book a head appointments. The Practice has increased the number of online book a head appointments for each doctor. The PM explained that hopefully this will stop those people calling to make an appointment which may free up the phones.

‘Could the morning queue be used for appointments only?’ the PM asked the operations manager who said we do have a sign that asks patients not to come at 8am for reasons other than appointments.

AA suggested if we were really serious about this then if patients presented at 8am for something other than an appointment we should tell the patients to step aside and wait for the morning rush to die down before attending to them.

The group asked if we could go back to having 2 counters open dealing with the queue, but PM and EA suggested this would take a member of the reception team off the phone and therefore could cause longer delays on the phones.

PM will ask operations manager if there’s anything else we can do or if it relates to staff shortages.

The group had no further amendments or additions to add.

Staff Changes

PM went through the recent staff changes;

Dr Teresa Hamilton joined the practice in April, so far only had positive feedback from patients, group agreed she is a good doctor.

Guia Cruz our new health care assistant joined the practice in July again only had good reviews from patients, none of the group has seen Guia yet.

Tina Bowne our new secretary, Tina also joined us in July and is getting on very well.

Care Quality Commissions (CQC)

PM explained that the CQC are in the area inspecting practices locally so we could get a letter any day. We are working hard at making sure all our policies and procedures are in place.

Ideas for Action Plan

PM and group agreed it was very difficult to come up with ideas and suggestions for the action plan with such a small turn out of patients. We would not be getting a fair representation for the practice population. However the PM said whilst we try and recruit more members to the PPG perhaps we could start thinking of action points for the plan. Group agreed and PM will get a list of ‘priority areas’ for discussion in the next meeting.

AOB

PB stated that she had waited 20 mins at the front reception desk today when she came in for a prescription and to ask about the meeting.

PM apologised for this wait and said he will speak to the operations manager about this.

GD asked if we could have a clock in the waiting room, AA said there is one behind the reception desk on the wall. PM explained the problem with a clock it tends to cause more patient complaints with doctors running late etc. PM will see if we could get a clock in the waiting room or up on the Jayex Board, all options will be explored.

PM explained that the practice will be shut for the afternoon on 11th September (Thursday) for a staff training event. Emergency cover will be in place.

Agree date for next meeting

Beginning of November query sat or weekday due to darkness.

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Patient Participation Group Meeting Minutes 28.06.14

Attendees:

Jack Peevor – Practice Manager and 4 patients.

The Practice Manager welcomed and thanked the patients for attending the patient group meeting.

Intro to PM and Group

PM introduced himself and gave some information about himself. Then asked the group to just tell the PM their names and a little bit about themselves.

How can more patients be encouraged to take part in the patient participation group?

PM and group agreed this was a good point and something that we will really have to try and achieve. PM explained he has got posters and asked patients where the best place to display it would be? Patients agreed in the interim waiting area and on the front board.

The group explained to the PM that in the past that questionnaires haven’t been very successful in regards to getting patients to fill them out.

The group suggested that the Receptionists/Doctors/Nurses that have regular interaction with the patients may be able to suggest suitable members for the PPG. PM will email the staff to ask them and then will write to any suitable patients.

PM will acquire NHS spec for PPG for 2014/15 and bring to next meeting.

Produce an action for the following 12 months

Group and PM agreed it would be better to produce an action plan once we have a slightly larger group.

AA explained that we don’t want the group too big as this could have a negative effect on the PPG but 10-12 proactive patients would be much more beneficial and the PM agreed.

PM asked patients to just start thinking of points they would like to go in the action plan.

AOB

PB brought up 2 points; firstly about review appointments and if there was any way in which we could stream line these rather than having a 10 minute appointment with the GP. PM will ask the GP’s and see.

Secondly could the ‘book ahead’ appointments be increased? PM will take to the GP partners and ask.

AA stated that the book ahead or routine appointments should mainly be for the afternoons rather than interfering with the morning surgeries. PM agreed.

EA asked if in the mornings, could we have 2 receptions desks open to deal with patients perhaps an appointment only and queries for everything else. CM and PM pointed out that for that we would need more receptionists.

But it was suggested could the morning queue be for appointments only? PM will ask operations manager.

PB suggested a possible action for the action plan practice to create a chart of what doctors work what days. Group agreed it would be beneficial and best place to put it perhaps near the touch screen or in the interim area.

CM would like more information on data sharing for the next meeting; PM will gather as much information as possible.

Agree date for next meeting

PM explained that as he lives over an hour away the meetings on a Saturday are a bit of an inconvenience and requested that we hold meetings during the week in the evenings around 5pm or during lunchtimes. Group ok’d this and suggested meetings every 2 months next to be at the beginning of September.

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Patient Participation Group Meeting Minutes 8.3.2014

Attendees:

Frank Mc Nichol – Practice Manager and 4 patients

The Practice Manager (PM) welcomed & thanked the patients for attending the patient group meeting.

Previous minutes.

The previous meeting minutes we accepted.

Staff Changes:

One part-time receptionist was not employed after completing her 3 month probationary period. This post will be offered to a candidate who attended the previous interview but was not able to take up the placement until now. This candidate has just retired from the ambulance call centre and hopefully will be able to help us improve our telephone call service.

Care Quality Commission (CQC) practice visit.

We expect the CQC to inspect the practice this year. At a Practice Manager (PM) meeting last week, Frank said one PM informed the meeting of his unpleasant CQC inspection, while another said her inspection went well.

Results of the Appointments questionnaire.

We have had a very good response to the questionnaire. The latest results were shown but still indicate a clear separation of requirements from two age groups:

Patients up to 40 years of age do not want to attend and wait in the Practice to see the medical team. This group indicated they prefer to have telephone consultations with the GP's / Nurse and use online appointment bookings.

Patients aged over 40 years old prefer a face to face consultation with the GP and use the telephone or come to the Practice to book appointments.

Frank explained he had contacted NHS England to ask for more booked telephone appointments, but was refused as it contradicted the current Practice NHS Contract agreement of a 10% limit for telephone consultations. Frank is now in discussions with NHS England to find a way around this issue.

Annual review of the practice Complaints during last 12 months

1.4.2013 to 31.3.2014.

Frank showed the group a Summary Report of the annual Complaints. The group were pleased in the reduction of complaints concerning the reception service. Also the % of complaints against total number patients being 0.003%.

The group asked that the section showing the % of staff with complaints seemed inappropriate and should be replaced with the type of complaints against the staff categories. Frank has amended the report accordingly and this will be added to the practice Website information.

Frank also explained that each of the medical team was given a list of their complaints which are discussed at their annual NHS Revalidation meeting. The Complaints Report is also brought to the attention of all the practice staff.

NHS Opt out of the Patient Care Record project.

None of the group has received the NHS England letter explaining this project. To rectify this problem the practice has a display board in the practice lobby explaining the two levels of opt out options. The practice has created its own opt out form with the two levels of options which is available at the reception desk.

Local GP Practices Working Together project.

Frank explained the outline of this project is to allow practices to work together in order to meet all the demands placed upon practices. Staff nominations have asked for to create the Working Together Team made up of GP’s, Nurses & Practice Managers.

Annual Action Plan 2013/2014

The group approved the action plan.

The group felt it was very important that they are keep up to date with NHS changes locally and nationally.

The more responses the group receives from patients for the Appointment Survey, should add more weight to asking NHS England to agree to the patients choice to having more booked telephone appointments.

Changes to the reception desk to create more patient confidentiality.

A list of days GP’s are available will be displayed in the reception area and website.

The new Practice Manager, Jack Peevor will contact the group with the date of the next meeting.

Thank you

The group offered their thanks to Frank for all his efforts in the Participation Group as he is retiring from the NHS at the end of March 2014.

The Practice Manager (PM) welcomed & thanked the patients for attending the patient group meeting.

Previous minutes.

One patient informed us that she had attended the last meeting but her name was not included in the attendees list.

Also her request for a notice to inform patients what days GP’s were not available during the week was not included in the minutes.

Staff Changes:

Staff update being;

3 new part-time reception staff is now employed to fill the reception hours

Mr. Jack Peevor has accepted the post of Practice Manager effective from 1.4.2014

The female GP who has accepted the vacant post has now decided not to take up our job offer. We will plan to advertise this post again

Care Quality Commission (CQC) practice visit.

We expect the CQC to inspect the practice this year.

Influenza vaccination uptake.

We have given 1400 flu vaccinations and completed the bulk of our flu season. Our patient uptake is comparable to last year. However, Frank said the patients in the ‘at risk groups’ lag behind his previous practice in Bromley.

Results of the Appointments questionnaire.

The practice has tried to get more patients to complete this questionnaire, but have had a very poor response. Using the current results we have a clear separation of requirements from two age groups;

Patients up to 40 years of age do not want to attend and wait in the practice to see the medical team. This group indicated they prefer to have telephone conversations with the GP’s/Nurse and use online appointment bookings.

Patients aged over 40 years old, prefer a face to face consultation with the GP and use the telephone or come to practice to book appointments.

Frank explained there is a new NHS pilot initiative to look at ways of providing appointments to better meet patient needs. They are looking to pilot this with groupings of 40,000 patients. What ever happens our present NHS Contract will need to be amended as it currently has strict rules on the type of appointment service GP Practices can provide.

GP Practices Working together.

Because of the increased demand on GP practices resources at all levels, the local Commissioning Group has asked practices to look at ways and ideas of working together to reduce the work load. There have been meetings and a working party set up to look at this topic and we expect an interim report to be available shortly.

Future Agenda items

Frank asked for agenda items for future meetings. However the group felt they would prefer to be kept up to date on what is new and happening across all levels of the NHS.

Frank made the offer to write to the local MP to ask if they wanted to see how a GP practice operates in today’s environment.

My apologies for not being able to arrange a meeting earlier in the year but I have had to concentrate on managing the new NHS changes.

Update on changes to NHS & Torridon Road Medical Practice

From April 2013 there have been huge changes within the NHS and its impact on GP Practices.

NHS England is now the overall governing body for the NHS, which is further divided in local areas, ours being NHS England South East. They are supported by local Commissioning Groups who decide on the needs of local residents and arrange for the delivery of health services, ours being Lewisham Commissioning Group.

This has meant GP’s now have a direct role in organising and defining local needs. GP’s must now attend the local Commissioning meeting and have reviewed their patient data information to identify ways of providing better services. Other work previously undertaken by the now ceased Primary Care Trust has new been transferred to other organisations e.g. Lewisham Public Health nowhas overall responsibility for the Immunisation and Vaccinations programmes.

All of the above has meant huge changes to the work in Torridon Road Medical Practice.

I would like to focus at the November meeting on what you think about the patient appointments and the daily requests for urgent care. With the possible introduction of Saturday & Sunday opening we need your views.

Can I ask you to give me your replies to the attached questions please write your answers down and bring your answers to the meeting where we will review the replies to arrive at a group answer which would best meet patients need?

There is no right or wrong answers to the se questions and we ask that your reply is based on what you see as a fair system

Please remember that GP’s must on a daily basis fit in the following work:

First read and action the incoming previous days A&E and Out of Hours, Pathology reports.

PLEASE ANSWER THESE APPOINTMENT QUESTIONS AND RETURNIT TO THE RECEPTION DESK.

Please tick your reply to the answers below

Please select which of the following group’s best describes you at this time, as it will have a bearing on your replies to the listed questions.

Working with no children

Not working with no children

Not working, e.g. retired with no children.

Not working and caring for young children aged 0 to 16 yrs old

Working and caring for young children aged 0 to 16 years old

Please number (1 to 6) the following questions in their order of priority (I being the most important and 6 being the lowest).

List the order of priority of patients who the GP should see before other patients.

Babies and children up to the age of 5 years old.

Children 5 to 16 years old

Expectant mothers

Patients with disabilities

Patients over 65 years old

Patients with major medical problems , e.g. heart / cancer

These questions are what are best for you:

When you telephone for a routine appointment what is the best day for you to see the GP.

Monday

Tuesday

Wednesday

Thursday

Friday

Saturday

Sunday

When you telephone for a routine appointment on your best day above, what is the best time for you to see the GP? Best time to see GP is ………………………………

These questions are what are best for your children

If you have children at school and you want a routine appointment to see the GP what day is best for you to see the GP?

Monday

Tuesday

Wednesday

Thursday

Friday

Saturday

Sunday

What time is best for you to bring your child for a routine appointment to see the GP?

Best time to see the GP is ………………………………

These questions are TO FIND OUT what is best for you

You have an Urgent medical problem and you need to be seen that day

If you telephone in the morning because you have an urgent medical problem and the appointments have gone and you are offered the GP urgent telephone service. What time do you expect the GP to telephone you back to discuss your problem?

GP to telephone back with 1 hour

GP to telephone back within 2 hours

GP to telephone back with 3 hours.

If you telephone in after midday because you have an urgent medical problem and the appointments have gone and you are offered the GP urgent telephone service.

What time do you expect the GP to telephone you back to discuss your problem?

GP to telephone back with 1 hour

GP to telephone back within 2 hours

GP to telephone back with 3 hours.

Non Urgent medical problem, e.g. you have a question about your medication or you want a further MED 3 form.

If you telephone in the morning because you have an urgent medical problem and the appointments have gone and you are offered the GP urgent telephone service. What time do you expect the GP to telephone you back to discuss your problem?

GP to telephone back with 1 hour

GP to telephone back within 2 hours

GP to telephone back with 3 hours.

If you telephone in after midday because you have an urgent medical problem and the appointments have gone and you are offered the GP urgent telephone service.

What time do you expect the GP to telephone you back to discuss your problem?

GP to telephone back with 1 hour

GP to telephone back within 2 hours

GP to telephone back with 3 hours.

In the future would you like to be able to book telephone GP appointments

In the future if you have a non urgent medical problem, e.g. a question about your medication or talk about your test results, would you prefer to book a telephone appointment with the GP rather than book an appointment to see the GP at the practice?

Please tick which of the two answers you prefer.

I would prefer a 5 minute booked telephone appointment with the GP

I would prefer a routine booked appointment with the GP.

THANK YOU – PLEASE GIVE THIS FORM TO THE RECEPTION DESK.

Frank Mc Nichol – Practice Manager

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Patient Participation Group Meeting Minutes - Saturday 9th March 2013

Attendees:

Frank Mc Nichol – Practice Manager (PM) and 3 Patients

The last meeting minutes were approved

Patient Survey.

We agreed that the change in style of the survey form looked better presented. A question was raised about the section ‘About your Doctor. It must be made clear that the questions below the question ‘Which doctor do you usually see’ all relate to the selected doctor. As this enables the PM to produce individual assessments of each doctor.

Even after making the changes we still have a low survey completion rate. The PM said he had produced over 120 forms which had been taken but not returned back to the practice.

Improvements to the practice.

The PM said that after writing to senior staff at the PCT he had received a better response from them. We have now asked companies to complete the work on;

For added security, an external front door shutter and two internal shutters for the front door side windows.

For Health & Safety, new carpeting for the back of reception area.

For ventilation purposes, the fixed consulting windows to have the top window adapted to include an extractor fan.

We are awaiting a quotation for all medical rooms to have the required infection control sink/hand basins. This will be expensive and in order to meet the May 2013 deadlines we may only be able to change the Nurse treatment rooms to the required standard as they are the rooms with most medical usage, e.g. minor operations. The doctors hand basins will have to have planned completion dates over the next few years plus as and when practice finances permit.

The group felt that the front reception desk could also be improved. We felt there should be a small sound proof barrier added to the reception desk to give extra privacy for patients talking to the receptionist. The PM suggested that the second receptionist window for patient to use should be the far left hand window which gives more privacy. The sound proofing should also be carried out in the back office to reduce the audibility of staff talking being heard in the waiting room.

Annual Review of Patient Complaints.

The group reviewed the 34 patient complaints from 1.4.2012 to date. These have already been reviewed by all the practice staff on the 14.2.2013. All complaints have been resolved with two clinical complaints being upheld. Action and learning points have been noted against the complaints. No patient/staff information was disclosed in the review.

The 34 complaints have been divided into the following categories;

·Clinical = complaints about medical issues

·Administration = complaints about the daily running of the practice, e.g. appointments, telephone.

The SE London Health Authority has asked GP practices to join a 6 week pilot scheme to help reduce patient A&E Attendance. We will provide 12 patient appointments on a Monday for patients who may have gone to Lewisham Hospital A&E dept. Patients must complete an evaluation form which will be sent to the Health Authority. The pilot commenced 25th Feb 2013.

Electronic Prescription Scheme

We intend to go live on the 1st May 2013 with this project. This allows patient to nominate a Pharmacy who patients will contact to get repeat medication. The Pharmacist will send an electronic medication request to this practice. The GP’s will authorise the request and return itback to the pharmacist, where the patient will collect their medication. If a patient runs out of repeat medication they will contact the pharmacist who will provide a few days supply while waiting for the electronic prescription to be returned as signed from the practice.

In April we will start advertising this service in the practice for patients to nominate a pharmacy. Those patients who do not want to use this service will continue with paper prescriptions.

Next meeting

Can I suggest the next meeting in June 2013 after the practice End of year and other projects have been completed and we then review progress?

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